Tech Stack

Description

Lead and grow a team of Technical Support Engineers, delivering world-class support to customers integrating Merge's API products. You will troubleshoot technical issues, guide customers through integrations, and act as a bridge between customers, engineering, and product teams. Your work directly impacts customer satisfaction, product quality, and platform success.

Requirements

• 5+ years in technical support engineering, solutions engineering, or developer support
• 2+ years managing or leading technical support or solutions teams
• Strong technical background with APIs, integrations, and debugging customer implementations
• Experience supporting technical products used by developers or product teams
• Excellent verbal and written communication skills

Responsibilities

• Provide top-tier support via online chat, email, Slack/Teams, and screen-share meetings
• Troubleshoot technical issues and drive creative solutions for customers
• Contribute to establishing and maintaining integration of Merge into customer products
• Partner with Engineering, Product, and Customer Success teams to resolve incidents and advocate for feature requests
• Create and maintain help center guides, runbooks, and internal notes